Method of billing a purchase made over a computer network

ABSTRACT

A method of effecting a sale over a computer network in which it is determined whether a user passes fraud control before effecting a sale over a computer network. Information associated with a method of payment, such as credit card information, debit card information, checking account information, a telephone service account, a cable television account, a utility service account, or an Internet service provider account, is requested from the user after the user passes the fraud control. Information associated with the method of payment is received from the user in real time. Method-of-payment information is communicated to a payment authorization database, which can be located locally or remotely. The method-of-payment information includes the received information associated with the method of payment. Payment authorization information associated with the method of payment is received from the payment authorization database. A sale transaction is completed when the payment authorization information is affirmative. Sale charge information associated with the sale effected over the computer network is transmitted to the payment authorization database when the sale transaction is complete. The sale charge information includes information for charging the method of payment an amount representing a charge for the sale.

[0001] The present application is a divisional application of U.S.application Ser. No. 09/432,811, filed Nov. 4, 1999; which is acontinuation-in-part application of U.S. patent application Ser. No.09/362,238, filed Jul. 28, 1999, now abandoned; which is acontinuation-in-part application of U.S. patent application Ser. No.09/280,863, filed Mar. 30, 1999, now abandoned; which is acontinuation-in-part application of U.S. patent application Ser. No.09/245,713, filed Feb. 8, 1999, now abandoned; which is acontinuation-in-part of U.S. patent application Ser. No. 09/039,335,filed Mar. 16, 1998, now abandoned; which is a continuation-in-part ofU.S. patent application Ser. No. 08/757,563, filed Nov. 27, 1996, nowU.S. Pat. No. 5,960,069; which is a continuation-in-part of U.S. patentapplication Ser. No. 08/658,378, filed Jun. 5, 1996, now U.S. Pat. No.5,802,156, each of which are incorporated by reference herein. Thepresent application is also related to U.S. patent application Ser. No.09/432,809, filed Nov. 4, 1999, now abandoned; which is acontinuation-in-part application of U.S. patent application Ser. No.09/362,239, filed Jul. 28, 1999, and now abandoned; which is acontinuation-in-part application of U.S. patent application Ser. No.09/280,862, filed Mar. 30, 1999, and now abandoned; which is acontinuation-in-part application of U.S. patent application Ser. No.09/245,713, filed Feb. 8, 1999, and now abandoned; and is related toU.S. patent application Ser. No. 09/495,923, filed Feb. 2, 2000, nowU.S. Pat. No. 6,282,276, which is a continuation-in-part application ofU.S. patent application Ser. No. 09/432,809, filed Nov. 4, 1999, nowabandoned; which is a continuation-in-part application of U.S. patentapplication Ser. No. 09/356,572, filed Jul. 19, 1999, and now abandoned;which is a continuation-in-part application of U.S. patent applicationSer. No. 09/039,335, filed Mar. 16, 1998 and now abandoned, each ofwhich is incorporated by reference herein. Additionally, the presentapplication claims benefit of U.S. Provisional Patent Application SerialNo. 60/139,475, filed Jun. 17, 1999, which is incorporated by referenceherein.

BACKGROUND OF THE INVENTION

[0002] A. Technical Field

[0003] The present invention relates to an efficient paymentauthorization and billing arrangement for products and servicespurchased over a computer network, such as the Internet. Moreparticularly, the present invention relates to a method for providingpayment authorization and a billing arrangement for a call or acommunication session to a service representative that is accessibleover a telecommunications network or a computer network, such as theInternet, and to session limiting, blocking, fraud control associatedwith such a communication session. The present invention also relates toa method for providing payment authorization and a billing arrangementfor effecting a sale of goods and/or services over a computer network,such as the Internet.

[0004] B. Description of the Related Arts

[0005] So-called psychic network services have been in operation forseveral years. A service representative, or agent, at such a servicecounsels a caller who has called on an 800 or 900 telephone numberregarding life, love and prosperity. For a fee, the caller can ask anyquestion of the service representative and, generally, the servicerepresentative may counsel to the caller regarding the question.

[0006] Presently, a caller to the Yellow Pages Psychic Network servicedials one of a plurality of telephone numbers that are used by thenetwork for determining the advertising source from which the callerbecame aware of the psychic network service. Each respective telephonenumber connects a caller to the same service bureau where an automaticcall distribution (ACD) system distributes calls among servicerepresentatives. The caller hears an announcement regarding costs andcharges, referred to as a preamble, and is then offered a menu ofchoices. The caller is given a choice to hear brief resumes of theservice representatives that are presently available. When the callerdecides on a specific psychic, the caller may press the * button, forexample, to reach that particular psychic.

[0007] When the caller already knows the extension number of a psychicthat the caller has used before, that particular telephone extension maybe entered. The caller controls the call, but can speak only to onepsychic during the call.

[0008] ACD telecommunications equipment is known for providing this andother types of telecommunications services. Common-controlled ACDequipment is available, for example, from Lucent Technologies, Inc. andother manufacturers of common-controlled switching equipment. Typically,a service bureau or related organization offers services through aservice bureau-owned ACD system. Such an ACD system directs a call froma caller requesting service to a next available service representativelisted in a service representative availability queue. It is alwaysassumed that one service representative responds to a call. Servicerepresentatives, typically equipped with displays and operator typeheadsets for hands-free operation, usually consult databases for, forexample, making travel reservations. To this end, servicerepresentatives have access to large computer databases of travelreservation and billing information.

[0009] Billing arrangements for such service bureau organizations areprimitive and may rely on a 900 service for the service provider to billthe caller for the service provided. For an 800 number call, the serviceprovider pays for the call and must insure that payment for the servicewill be received, even more so than for 900-based call. The serviceprovider records credit card or other payment data manually into amemory of a billing system for properly billing the call. Suchprocedures have led to many callers questioning their bills in manyinstances. Additionally, dishonest callers have received free callsusing fraudulent payment schemes, improper granting of credit and thelike because of inefficiencies associated with conventional billingprocedures.

[0010] One approach for overcoming these and other problems is providedby a service offered by a company known as Mile High Psychics that usescredit cards for prepayment for blocks of service usage time. Creditauthorization is obtained well in advance of when service is provided.For example, the customer may purchase a block of 25 minutes of servicein advance of a call and utilize a personal identification number orcode (PIN) at the time of the call for accessing the service.

[0011] Another approach is presented by U.S. Pat. No. 5,475,740 toBiggs, Jr., et al. which discloses a system connected to a centraldistribution computer that enables a user to access and pay foramenities using a telephone for entering amenity identification andbilling information. A billing database is connected to the centraldistribution computer for validating entered billing information.

[0012] U.S. Pat. No. 5,383,113 to Kight et al. and U.S. Pat. No.5,283,829 to Anderson are both directed to a method for paying billselectronically. According to U.S. Pat. No. 5,383,113 to Kight et al., acomputerized payment system is implemented by which a consumer mayinstruct a service provider by telephone, computer terminal, or by usinganother telecommunications technique to pay various bills without theconsumer being required to write a check for each bill. The serviceprovider collects information from consumers, financial institutions andmerchants, and arranges payment to the merchants according to eachconsumer's specific instructions. Similarly, U.S. Pat. No. 5,283,829 toAnderson discloses an electronic bill payment system and method thatincludes billing equipment for creating approval records and generatingapproval numbers for each pre-authorized subscriber. The system alsoincludes an interactive payment approval apparatus into whichsubscribers dial for approving payment and which determines, based uponinformation collected, whether to initiate an electronic funds transfer.A series of security checks and comparisons are performed for guardingagainst accidental and malicious entry of approval numbers.

[0013] U.S. Pat. No. 4,908,850 to Masson et al. discloses an informationnetwork and method for providing a nationwide audio text network,including electronic billing, that is useful for a wide variety ofapplications. The system allows for interactive communication with acomputer that supplies the network information to a 1-800 caller. Thesystem is also capable of obtaining electronic credit card authorizationor charges, and controls routing an incoming call for redirecting thecall to a live operator or to other equipment, or to outgoing lines toany desired destination.

[0014] In another conventional system, credit cards are used for payingfor service representative calls. In this system, each time the callercalls, the caller's credit card account is accessed and a predeterminedcharge, such as 100 dollars, is authorized and set aside from thecaller's credit card available line of credit. The caller then speakswith a service representative. The actual cost of the call is determinedat the end of the call, and then transferred to the credit card companyin the normal course of business. The charge is then compared to theamount that has been set aside and the difference between the amountthat has been set aside and the actual cost of the call is returned tothe caller's available line of credit. Unfortunately for the caller,this process usually takes approximately 3 or 4 days. As a result, theportion of the caller's available line of credit that has been set asideis unavailable for other calls or purchases for the approximately 3 to 4days that it takes the credit card company to reconcile the authorizedamount and the actual amount of the call.

[0015] Additionally, there is a growing need for providing a billingarrangement for effecting a sale of an item or a service occurring overa computer network. For example, U.S. Pat. No. 5,724,424 to Gifforddiscloses a network sales system that allows a user to purchase goods orinformation over a computer network, such as the Internet. According toGifford, the network sales system includes a plurality of buyercomputers, a plurality of merchant computers and a payment computer thatare interconnected by the computer network. A user at a buyer computerpurchases a product and the buyer computer sends a purchase message to amerchant computer. The merchant computer constructs a payment order thatit sends to the payment computer. The payment computer authorizes thepurchase and sends an authorization message to the merchant computer.When the merchant computer receives the authorization message, productis sent to the buyer computer. Alternatively, the buyer computer cansend a payment order directly to the payment computer, which, in turn,sends an authorization message back to the buyer computer that includesan unforgeable certificate indicating that the order is valid. The buyercomputer then constructs a purchase message that is sent to the merchantcomputer. When the merchant computer receives the purchase request, theproduct is sent to the buyer computer based on the pre-authorizedpayment order.

[0016] U.S. Pat. No. 5,715,314 to Payne et al. discloses a similarnetwork-based sales system that includes at least one buyer computer, atleast one merchant computer and at least one payment computer that areinterconnected by a computer network, such as the Internet. According toPayne et al., a merchant computer can respond to payment orders from abuyer computer without the merchant computer having to communicatedirectly with the payment computer for ensuring that the user isauthorized to purchase the product and without the merchant computerhaving to store information in a database regarding which buyers areauthorized to purchase which products. When the merchant computerreceives an access message from the buyer computer identifying a productto be purchased,, the merchant computer need only check the accessmessage for ensuring that the access message was created by the paymentcomputer, thereby establishing that the buyer is authorized to purchasethe product.

[0017] Despite these conventional billing arrangements for voice-basedtelephony services over a circuit-switched telecommunications networkand for products and services purchased over a computer network, such asthe Internet, there is a need for an efficient payment authorization andbilling arrangement for products, services and telephony-based servicespurchased over a computer network.

BRIEF SUMMARY OF THE INVENTION

[0018] The present invention provides an efficient payment authorizationand a billing arrangement for a communication session between a user anda service representative that is accessible over a circuit-switchedtelecommunications network and a packet-switched telecommunicationsnetwork, such as the Internet, and to session limiting, blocking, fraudcontrol associated with such a communication session. The presentinvention also provides an efficient payment authorization and billingarrangement for products and services purchased over a computer network,such as the Internet, and to purchase limiting, blocking, fraud controlassociated with such a purchase.

[0019] The advantages of the present invention are provided by a methodof billing a communication session between a service representative anda user in which a request is received from a user for a communicationsession between the user and a service representative. Informationassociated with a credit account is requested before the user isconnected to a service representative, and the information associatedwith the credit account is received in real time. According to theinvention, the information associated with the credit account can becredit card information, debit card information, checking accountinformation, electronic funds transfer information, a telephone number,a cable television, account, a utility service account, or an Internetservice provider account. Credit account information is communicated toa payment authorization database, which can be located locally orremotely. When the credit account information relates to, for example, acredit card, the credit account information includes the receivedinformation associated with the credit account and a predeterminedamount that is to be set aside in the credit account. Alternatively, thecredit account information includes the received information associatedwith the credit account and a predetermined amount that is to be chargedto the credit account. Payment authorization information associated withthe credit account is received from the payment authorization databasebefore the user is connected to the service representative, and the useris connected to the service representative when the paymentauthorization information is affirmative. A total charge for thecommunication session is calculated when the communication session isterminated based on an actual time that the user is connected to theservice representative. Preferably, the charge for the communicationsession is based on a per minute rate. Session charge informationassociated with the communication session is transmitted to the paymentauthorization database when the communication session is terminated.Accordingly, the session charge information includes information forcharging the credit account an amount representing a charge for thecommunication session.

[0020] According to one aspect of the invention, when the credit accountinformation relates to, for example, a credit card, the credit accountinformation includes an authorization of a predetermined amount, and thesession charge information includes information for reversing theauthorization of the predetermined amount and for reauthorizing thecredit account the amount representing the charge for the communicationsession. Alternatively, the session charge information is a creditrepresenting an amount that is the predetermined amount minus the amountrepresenting the charge for the communication session.

[0021] The present invention also provides a method for controllingcommunication session access to a service representation in which arequest is received from a user for a communication session, such as acomputer-network telephony call or a multi-media communication session,between the user and a service representative. Information associatedwith the user is also received, and a database is accessed. The receivedinformation associated with the user is compared with information storedin the database, and the user is connected to the service representativewhen the received information associated with the user passes thecomparison with the information stored in the database. Thecommunication session can be blocked or limited based on differentcriteria, such as a frequency of communication sessions from the userduring a predetermined period of time, an amount of money spent by theuser during a predetermined period of time, a length of communicationsessions during a predetermined period of time, an identity of the user,a computer-network address of the user, credit account information ofthe user, personal information of the user, and/or a user billingaddress.

[0022] Another embodiment of the present invention provides a method ofeffecting a sale over a computer network in which it is determinedwhether a user passes fraud control before effecting a sale over acomputer network. Information associated with a method of payment, suchas credit card information, debit card information, checking accountinformation, a telephone service account, a cable television account, autility service account, or an Internet service provider account, isrequested from the user after the user passes the fraud control.Information associated with the method of payment is received from theuser in real time. Method-of-payment information is communicated to apayment authorization database, which can be located locally orremotely. The method-of-payment information includes the receivedinformation associated with the method of payment. Payment authorizationinformation associated with the method of payment is received from thepayment authorization database. A sale transaction is completed when thepayment authorization information is affirmative. Sale chargeinformation associated with the sale effected over the computer networkis transmitted to the payment authorization database when the saletransaction is complete. The sale charge information includesinformation for charging the method of payment an amount representing acharge for the sale.

[0023] According to one aspect of this embodiment of the presentinvention, whether a user passes fraud control is based oncomputer-network address information associated with the user that isreceived from the computer network and computer-network addressinformation that is received from the user. The computer-network addressinformation received from the computer network is compared to thecomputer-network address information received from the user before theinformation associated with the method of payment is requested.According to another aspect of this embodiment of the present invention,whether a user passes fraud control is determined based on receivedinformation associated with the user. A database is accessed, and thereceived information associated with the user is compared withinformation stored in the database before information associated withthe method of payment is requested from the user. The method alsoprovides that information associated with the user is compared withinformation stored in the database before determining whether to block,limit or complete the sale transaction. The received information caninclude an identity of the user, a frequency of sales to the user duringa predetermined period of time, an amount of money spent by the userduring a predetermined period of time, a computer-network address forthe user, credit account information associated with the user, a billingaddress, and/or personal information of the user.

BRIEF DESCRIPTION OF THE DRAWINGS

[0024]FIG. 1 shows a schematic block diagram for an automatic calldistribution system that is programmed to operate according to thepresent invention;

[0025]FIG. 2 shows a flowchart of the sequence of operations for logginga service representative into a service representative availabilityqueue according to the present invention;

[0026]FIG. 3 shows a flowchart for processing a call received from acircuit-switched telecommunications network or by way ofcomputer-network telephony over a packet-switched computer network, suchas the Internet, for a service representative according to the presentinvention;

[0027]FIG. 4 shows a flow diagram for a real-time billing system forcircuit-switched and packet-switched calls in accordance with theprinciples of the present invention;

[0028]FIG. 5 shows a schematic block diagram of a system for billing acommunication session conducted over a computer network, such as theInternet, according to the present invention;

[0029]FIG. 6 shows a flowchart for a communication for actuating andentering a service representative into a service representativeavailability queue a computer network according to the presentinvention;

[0030]FIG. 7 shows a flowchart for processing a service representativecommunication session to a service bureau over a computer networkaccording to the present invention;

[0031]FIG. 8 shows a flow diagram for a real-time billing system for abilling communication session occurring over a computer networkaccording to the present invention;

[0032]FIG. 9 shows a flow diagram for a real-time billing system foreffecting a sale over a computer network according to the presentinvention; and

[0033]FIGS. 10a-10 c show a flow diagram summarizing the real-timebilling and fraud control system of the present invention.

DETAILED DESCRIPTION OF THE INVENTION

[0034]FIG. 1 shows a schematic block diagram for an automatic calldistribution (ACD) system that is programmed to operate according to thepresent invention. An exemplary ACD system that is suitable for thepresent invention is disclosed by U.S. Pat. No. 5,802,156 to Felger,which is incorporated by reference herein. An ACD system providesswitched network access to a plurality of service representatives oragents. Such ACD systems may vary from manufacturer to manufacturer, butaccording to the present invention, such an ACD system operates undercommon-control of a controller 110. The ACD system of FIG. 1 includes aswitch 100 that is connected to a plurality of service representatives,or agents, that operate from service representative positions 101-1through 102-n. ACD 100 redirects calls (circuit-switched voice and data)to any of service representative positions 101-1 through 102-n.

[0035] A service representative position, such as position 101-1, caninclude a remote dial-up terminal 101 a that has a caller identificationdisplay 101 b. Alternatively, a service representative position can be aconventional service representative position, such as position 101-2,that includes such equipment (not shown) as an operator headset, acathode ray tube display, a computer system and automatic numberidentification/name display. Accordingly, such a service representativeposition operates as an extension line for the ACD system. As yetanother alternative, a service representative position may include anintelligent telephone terminal, a personal computer or other intelligentterminal known in the art (not shown).

[0036] A service representative at a service representative positionindicates availability for providing service to callers by performing alog-in procedure, such as that shown by the flowchart of FIG. 2, whichwill be further described herein. A caller requesting service is handledaccording to the flowchart of FIG. 3, which will also be furtherdescribed herein.

[0037] A plurality of service circuits and devices are connected toswitch 100 that provide various signaling, data input, data output,conferencing and other services. Such service circuits and devicesinclude, but are not limited to, a dual tone multi-frequency (DTMF)receiver and decoder 120, an automatic number identification (ANI), adialed number identification (DNI) circuitry 125, an audio response(message) unit 135, a conference bridge circuit 130 and amodulator/demodulator circuitry (MODEM) 140. One or more of each type ofthese service circuits and devices are typically provided, with thenumber depending on their respective frequency of use.

[0038] Each service circuit or device is called into play by controller10 in accordance with call processing and control programs stored in amemory 115. One control program residing in memory 115 is a real time ofday, day, month and year clock that is accurately maintained by, forexample, periodic satellite update and must be preserved even in theevent of a local power loss to the system. Another program is atranslation program that may be needed for translating a calledtelephone number to an advertising source or for translating anextension number of a service representative to a remote telephonenumber for remote dialing, when required.

[0039] DTMF receiver and decoder 120 is especially important forreceiving information, such as zip code, address, credit card number,bank account number, name input, command and signals for the system ofthe present invention for caller control and system control to theextent of at least providing service, call blocking, call limiting,fraud control and payment and billing features. Audio response (message)unit 135 preferably includes an audible announcement capability forquerying a caller and a connection to DTMF receiver/decoder 120 forreceiving and decoding input data entered via a telephone keypad inresponse to an announcement query. Alternatively, DTMF receiver/decoder120 and other input circuits may be replaced by speech recognition andother automatic input devices. Modem 140 automatically forwardsform-of-payment data to a credit agency or bank under control ofcontroller 110, and receives authorization in real time for a payment ora charge to an account. Modem 140 may comprise a network data mover(NDM) modem or a remote job entry (RJE) modem. Once a call to a servicerepresentative is terminated, modem 140 communicates call chargeinformation to a remotely-located billing agency (not shown).

[0040] Callers call on lines 110-1 and 110-2, which are representativeof lines/trunks connecting ACD 100 to a telephone switching center. Anumber of different telephone numbers identified to the lines/trunks ata telephone central office (not shown) may be used for identifying thesource of advertising or other source by which a caller learned of theexistence of the call-in service. Typically, signaling information isprovided in advance of a call on the same or a different line. Thesignaling information includes the address of the calling party and mayalso include the called address. A dialed numberidentification/automatic number identification (ANI/DNI) unit 125identifies the dialed number for determining, for example, the source bywhich a caller learned of the service. ANI/DNI unit 125 also indicatesthe calling telephone number for subsequent comparison with a telephonenumber entered through a telephone keypad by the caller in response to arequest generated by audio response (message) unit 135 once the call hasbegun or for comparison with negative databases, as will be furtherdescribed herein.

[0041] Briefly and according to one embodiment of the present invention,a toll, an 800 or 900 telephone number or an Internet address may beused for connecting a new caller to a single service representative inan available service representative at, for example, a psychic networkservice. A second telephone number or Internet address may be used foridentifying a psychic twins service, such that two servicerepresentatives are connected simultaneously to a caller through a dualrepresentative service representative availability queue. A third numberor Internet address is used for a three service representative call, andso on. In a preferred embodiment of the present invention, a caller ishandled according to a call processing algorithm shown in FIG. 3, whichis described subsequently herein.

[0042] Conference bridge 130 may include automatic dialing equipment fordialing a telephone number for a service representative. Alternatively,automatic dialing circuits (not shown) may be separately provided. Ofcourse, in accordance with the present invention, a plurality of servicerepresentatives are simultaneously connected to a caller desiring suchservice and automatic dialing circuits may or may not be needed in aparticular conference call, depending on whether the servicerepresentative is directly connected to ACD 100 as an extension or mustbe “dialed-up.” Ringing circuits (not shown) transmit ringing signalstoward a service representative, but according to the present invention,audible ringing is not provided the caller. The service representativeis connected at the time the service representative goes off-hook.

[0043] The concepts of the present invention are fully applicable to allforms of telephony, whether circuit-switched based telephony orcomputer-network telephony, such as packet-switched telephony. Forexample, a typical router connected to a computer network, such as theInternet, can handle packetized telephony data in a manner similar tohow the ACD system shown in FIG. 1 handles circuit-switched telephony.Just as an ACD system provides circuit-switched network access to aplurality of service representatives or agents, a router providespacket-switched network access to a plurality of computer networkaddresses. The router redirects Internet-type telephony andcommunication session data packets to service representative positionsin a well-known manner. In that regard, an Internet address may be usedfor connecting a computer-network telephony caller to a single servicerepresentative in an available service representative at, for example, apsychic network service. A second Internet address may be used foridentifying a psychic twins service, such that two servicerepresentatives are connected simultaneously to a caller through a dualrepresentative service representative availability queue. A thirdInternet address is used for a three service representative call, and soon. For a computer-network based embodiment of the invention, a servicerepresentative position is preferably an intelligent telephone terminal,a personal computer or other intelligent terminal known in the art.

[0044]FIG. 2 shows a flowchart of the sequence of operations controlledby controller 110 when actuating and entering a service representativeinto a service representative availability queue according to thepresent invention. The overall procedure of FIG. 2 is performed whetherthe service representative is accessing the service bureau through acircuit-switched telecommunications network or by way of packet-switchedtelephony. At step 200, a service representative calls the servicebureau and indicates the availability of a service representative forproviding service. Of course, when the service representative isdirectly connected to switch 100, such as by a private dedicated line,the calling service representative may need only to merely pick up thephone or log on, respectively. Whether or not the calling servicerepresentative is connected via a dedicated line, the extension ortelephone number is automatically recognized by controller 110, forexample, through automatic number identification circuit 125. In apacketized telephony-based embodiment, the Internet address or log-ondata of the service representative may be compared against a databasefor determining service representative identity.

[0045] An audio response unit 135 is connected to the servicerepresentative at step 210. Typically, the time of day and date isrecorded in memory 115 via controller 110 recording the time and datethat the service representative has offered to begin servicing callers.The service representative receives a programmed announcement at step210 querying the service representative to identify certain choices andpreferences for recording in memory 115. For example, a pair of psychictwins may prefer to offer services together to a caller. That is, aservice representative A may request to only be connected in a psychicdual-conferencing call with a specific psychic twin servicerepresentative B. Other preferences may be predetermined or entered forthe first time, such as the service representative's name, address,billing rate, Zodiac birth sign and/or other information, preferablyautomatically via a telephone keypad or via speech recognition. Inanother embodiment involving computer service assistance, a servicerepresentative may specify expertise in hardware matters and anotherservice representative may specify expertise in software matters.

[0046] In an alternative embodiment or in a packetized telephony-basedembodiment, the service representative is equipped with a cathode rayterminal, a printer or other display and a full keyboard permitting awritten query and response and so the “announcement” of step 210 may bea written or a displayed announcement. In a preferred embodiment,however, an exemplary announcement or instructional display provided byeither embodiment may include: “Press 1 if you wish to serve one call ata time by yourself. Press 2 if you wish to confer with a second confereeon each incoming call. Press 3 if you wish to confer with two otherconferees on each incoming call requesting service . . . ” and so on.When the service representative has a computer mouse, the mouse may beused to input selection criteria.

[0047] Flow continues to step 220 where a preference selection is made.Steps 210 and 220 are repeated until log-in is complete. Once theresponses to the queries of step 210 are registered by DTMF or otherdata receiver 120 and reported to controller 110, ARU 135 may provide avalidity check for the entered data and provide audible feedback forselections. Then, ARU 135 may further request, “Do you have a preferencefor the second conferee? If so, enter by pressing keys of the keypad thefirst several letters of the preferred conferee's last name.” Of course,a psychic twin would enter their own last name and their twin could beimmediately identified via a memory look-up in memory 115. Audible orvisual confirmation/feedback that the choice has been accepted may beprovided, in additional to error algorithms can be provided, asnecessary. for correcting an erroneous choice made by a servicerepresentative.

[0048] In the log-in process of FIG. 2, the various announcements andresponses of steps 210 and 220 can be varied depending on the desiredservice to be performed. Moreover, the result may vary. In one scenario,there may be an availability queue of available service representativeswilling to confer with a caller individually or with other conferees. Inother words, the service representative may be willing to accept anyrequest for services. In other embodiments, there may be availabilityqueues formed in memory 115 for individual service representative calls,dual or twins calls, triplets or three service representative calls andso on. Or there may be a combination of such queues depending on theembodiment. Consequently, in its simplest embodiment the presentinvention involves the service representative logging in to a dualservice representative availability queue so that upon receiving a callto a special dual service representative telephone number, the next twoservice representatives that are available in the dual servicerepresentative availability queue are automatically and connectedpractically simultaneously to the caller.

[0049] The result of the log-in process is shown as step 230, that is,the service representative is entered into memory 115 in one or moreservice representative availability queues as a memory table. Of course,when a service representative takes a call and is connected with acaller (and maybe one or more other service representative conferees),the appropriate availability table in memory 115 records a “busy” statusfor the service representative, as signaled by controller 110. Moreover,the service representative has recorded the preferred type of call thatthe service representative is willing to accept (for example,individually, with another service representative conferee, and thelike) and certain other preferences, such as their own Zodiac sign, theday, month, year of birth, gender or other information that is usefulfor arranging a call. Some or all of this information may be preservedin memory 115 depending on the service offered. Over time, informationsuch as the number, type, caller identities, caller preferences and thelike of calls handled by each respective service representative may berecorded in memory 115 and associated with the service representativefor assisting in providing better caller service, and for providingsalary or other compensation to the service representatives.

[0050]FIG. 3 shows a flowchart for processing a call received from acircuit-switched telecommunications network or from a packet-switchedcomputer network, such as the Internet, for a service representativeaccording to the present invention. A caller may define certainparameters for the ACD (Internet router) system of FIG. 1 to follow whenconnecting the caller to at least one service representative. At step305, a caller to the psychic network service calls an 800 or a 900telephone number for the service bureau on line 110-1 or series oftrunks 110-1 and 110-2, or accesses the service bureau using an Internetaddress. A second line or Internet address or a series of trunks orInternet addresses may be separately provided for a twins service. Insuch an instance, the caller may be immediately passed to step 320 andthe input data registered including, but not limited to, the callingtelephone number, address and billing information of the caller, orInternet address of the caller.

[0051] According to the present invention, call limiting, call blockingand fraud control checking is performed automatically at this stage. Forexample, call limiting criteria may be established for protectingcallers against excess usage and billing, such as two calls per day, 40call minutes per day, 50 call minutes per week, 85 call minutes permonth, and/or an amount of money spent by a caller during apredetermined period of time. A caller is queried in a database fordetermining how frequently and, for each respective call, how long thecaller was connected for determining whether any individual orcombination of the call limiting criteria have been exceeded. When anycall limiting criteria has been exceeded, the caller may receive amessage thanking the caller for their previous calls, and possiblyblocking or limiting the duration of the present call.

[0052] Regarding call blocking based on input data and certain negativedatabases, the calling telephone number (or Internet address), the firstseveral digits of the address or apartment number and/or the zip code ofthe caller that have been entered by way of a telephone keypad may bematched against the calling telephone number (obtained via ANI), theoriginating Internet address (obtained via packetized data) and/orcredit card data so that a security breach is pre-identified. Thecomparison of the user-entered first several digits of a street addressor apartment number and/or zip code against credit card data downloadedor prestored from a credit agency or a bank is referred to herein as anaddress verification system (AVS). The caller may be asked to explainany discrepancy and/or the call is blocked. The calling telephonenumbers (obtained via ANI and by caller entry) or Internet addresses(obtained via packetized data and by caller entry) can be checkedagainst each other and against telephone number/Internet addressnegative databases that identify pay phones, prisons, schools, selectedcommercial establishments, and other institutions or locations oftelephones or Internet access devices from which calls may be blocked atswitch (router) 100.

[0053] A voiceprint of the caller's voice may be recorded via messageunit 135 and converted to digital form for comparison against avoiceprint database for insuring the validity of the identity of thecaller. The caller's name may be spelled into the system via a telephoneor intelligent terminal keypad, and compared against a card-holder oraccount name as a security check. When the caller is making apacket-switched call, a voiceprint, a fingerprint image and/or aportrait image can be used for insuring the validity of the identity ofthe caller. At least, via AVS, the address of the caller, entered bytelephone keypad, can be matched against the address of the card holderor on an account that is pre-stored and downloaded from a credit agencyor a bank. In an alternative embodiment, a non-service representativemay assist, supplement or replace an automated system regarding calllimiting, call blocking, fraud control, collecting form of paymentinformation and obtaining payment authorization.

[0054] At step 325, the caller is identified to be served by at leastone service representative and at step 330 immediately connected to anidentified service representative listed in the availability queue ofservice. Once it has been determined that call blocking, call limitingand fraud control criteria have not been exceeded, a caller isimmediately connected and served by at least one service representativelisted in the service representative availability queue.

[0055] In a further preferred embodiment of the present invention, steps310 and 315 performed repeatedly in a manner that is similar to the waythe service representative logs in, as per FIG. 2, until the caller logsin. For example, at step 310, an announcement is played welcoming thecaller to the service bureau, such as to a psychic network service. Whenthe service representative queue is relatively full, the announcementcan indicate that the caller's call is important and connection to aservice representative be momentarily delayed. Based on controllercalculated average call durations and other queuing theory calculations,controller 110 may even indicate an expected waiting time for the callerand, in the meanwhile, will begin to record certain service and servicerepresentative preference information.

[0056] While the caller is waiting for a service representative, thecaller may be provided with their horoscope or other information ofinterest to the caller until a service representative is available toconduct a session with the caller. For example, a caller may enter themonth, day and year of birth, their gender and service preference (suchas one or more service representative conferees). This information maybe used for providing a personalized horoscope or other information thatmay be of interest to the caller while the caller is waiting for aservice representative.

[0057] As steps 310 and 315 are repeated, controller 100 variously callsinto play ARU 135, ANI 125 and DTMF receiver/decoder 120, as necessary.Controller 100 may query a database for determining billingarrangements, among other things, such as whether the caller has usedthe service before, how the caller has paid in the past, whatpreferences and data was accumulated at that time, and bring such datathat is useful for this call to active memory.

[0058] Once the call has been accepted and the caller has logged in, thecaller's input data is registered into active memory 115 at step 320.The registered data may include, among other things, the caller's name,address, zip code, telephone number, credit card type and number, bankname and account number and billing data, service preference, and datathat may be used for matching the caller with service representativedata. For example, the caller's sign of the Zodiac, determined from anentered birth date, or separately entered, may be matched with similarpsychic service representative information before the call is initiated.

[0059] Identification of service representatives at step 325 then may beas simple as selecting the next available service representative from anavailability queue and associating the selected service representativewith a caller. In a dual service representative call (twin service), thenext two available service representatives are selected from theavailability queue for a call, and so on. Service representativeselection can be more complicated when, for example, a pair of psychictwins is required to be identified and selected. Other criteria forselecting a service representative can include gender, sign of theZodiac and other preference data. In all such criteria selection andmatching of preferences, step 325 is crucial for obtaining the bestservice for a particular caller. A trade-off is that there may not be asmany available service representatives having desired criteria, so thata delay in arranging a call may be lengthened or impossible toaccomplish at a particular time. Announcement 310 may be adaptively usedfor describing for the caller the real choices that the caller is ableto make at a particular time under control of controller 110. The callermay be offered additional choices within the same network, or throughprior arrangement with another psychic counseling network service, thecaller may be transferred to an available psychic representativeassociated with another psychic network service for receiving service.

[0060] Once the service representative goes off-hook, the caller isbilled for the call. Consequently, at step 335, all caller and servicerepresentative data is logged in along with time of day and date forcalculating call duration in minutes and for billing, and servicerepresentative compensation data logging. More specifically, a caller isbilled for the duration of time beginning when the first servicerepresentative goes off-hook or begins an Internet telephony sessionuntil the last service representative goes on-hook or terminates theInternet telephony session. Individual time logs are maintained for thecaller (call duration) and each service representative (serviceduration). For example, when the first service representative hangs up,the system will update the database with the first servicerepresentative's connect time, time of day and the date. When the secondor final service representative hangs up, the caller is billed for thetotal call time and the second service representative's connect time,time of day and date are logged accordingly.

[0061] Once the conferees (including the caller) have completed a call,step 340 is entered. On-hook conditions and the time-of-day areregistered by controller 110 so that the duration of the call can becalculated. Each of the service representatives are returned to theirrespective availability queues until they choose to log off by followinga log-off process that is complimentary to the log-in process of FIG. 2,or become unavailable by accepting a service call. Once a servicerepresentative logs in, controller 110 anticipates that the next call tothe service bureau is a log-off call and will provide an appropriatesequence of announcements and obtain responses for logging off. The timeof day may be recorded to determine how long the service representativehas been on the job.

[0062] When the counseling service is provided for a fee, it isanticipated according to the principles of the present invention thatcallers may be offered a variety of ways to pay for the servicesoffered. Some methods of payment, such as debit cards, bank checks ordrafts, smartcards, electronic wallets (e-wallets), and major creditcards, are more creditworthy than other methods of payment. Other formsof payment contemplated by the present invention include billing to atelephone number, a cable television account number, a utility serviceaccount, or an Internet service provider (ISP) account number. A callerenters a preferred form of payment in response to a request via ARU unit135. A caller may receive preauthorization using these creditarrangements in real time, even prior to the counseling service and,consequently, may realize a discount according to the present invention,which can induce the caller to use a method of payment that is preferredby the service vendor. Payment method and billing arrangements aretypically agreed upon after the call limiting, call blocking and fraudcontrol features previously described, and may be agreed upon in advanceof the call or prior to conclusion of the call. Preferably, sucharrangements are agreed upon automatically by using message unit 135 anddata input 120, as described above, when modem 140 is used for obtainingthe payment authorization from a bank or credit agency.

[0063]FIG. 4 shows a flow diagram for a real-time billing system forcircuit-switched and packet-switched calls in accordance with theprinciples of the present invention. At block 401, the initial fraudcontrol are activated, which can include verifying whether the caller iscalling from a location that matches the originating telephone number ofthe call, limiting the number and duration of calls made during acertain time period and/or limiting the amount of money a caller spendson service representative calls in a predetermined time period.

[0064] When a call is received from a circuit-switchedtelecommunications network, the system prompts the caller at block 401to enter the caller's telephone number to verify that the caller iscalling from a location that matches the telephone number from adisplayed ANI. When the entered telephone number does not match thenumber forwarded by the ANI, the caller may be disconnected or thecaller may be given another chance to reenter the correct telephonenumber. When the call is received from a packet-switched network, theinitial fraud control of block 401 verifies that the caller is callingfrom an Internet address that matches the Internet address contained inthe packetized telephony data received with the call. The caller issimilarly prompted to enter the caller's Internet address or a uniqueidentification associated with the caller and/or terminal equipment.When the entered Internet address (unique identification) and theInternet address (unique identification) forwarded in the packetizedtelephony data do not match, the caller may be disconnected or thecaller may be given another chance to reenter the correct Internetaddress or unique identification.

[0065] When the originating telephone number or Internet address (uniqueidentification) entered by the caller is verified to match the ANI orInternet address (unique identification) forwarded with the call, theinitial fraud control of block 401 verifies that the caller's telephonenumber or Internet address (unique identification) is not stored in anegative database of known bad telephone numbers and/or Internetaddresses (unique identifications). The negative database can be locatedlocally in memory 115 or located remotely and accessed via a modem orover the Internet. Telephone numbers and/or Internet addresses (uniqueidentifications) stored in the negative database result frominsufficient payment of a telephone bill or a credit card charge, or acaller's refusal of payment relating to a disputed charge from aprevious service representative call. The present invention, however, isnot limited by the above-mentioned negative database satisfying thecriteria mentioned above (storing telephone numbers and/or Internetaddresses (unique identifications) having disputed charges orinsufficient payments with respect to a service representative call).The negative database used at this stage of the initial fraud control ofthe present invention may be a shared database that stores telephonenumbers and/or Internet addresses (unique identifications) of callerswho have credit problems with other types of telephone and/orInternet-based ordering/payment systems.

[0066] The present system also checks to ensure that calls are not madefrom locations in which the telephone number and/or an originatingInternet address (unique identification) cannot be forwarded to, forexample, a Caller ID or other device that displays and/or records thetelephone number or Internet address (unique identification) of theincoming call. In particular, certain parts of the United States cannotread ANIs and calls originating from telephone numbers located in theseareas are detected by the initial fraud control of block 401. Thepresent invention is also capable of detecting calls from particularinstitutions and communication devices, such as cellular telephones,numbers associated with a PBX system, governmental facilities, paytelephones, prisons, hospitals, schools, selected commercialestablishments, etc.

[0067] The above-described initial fraud controls are illustrativeexamples. Other fraud controls will be apparent to those skilled in theart, thus the invention is not limited to the fraud controls describedabove. In general, the system can be designed to prevent any unwantedtelephone numbers from entering the system.

[0068] When the originating telephone number or Internet address (uniqueidentification) entered by the caller is verified to match the ANI orInternet address (unique identification) forwarded with the call and theoriginating telephone number or Internet address (unique identification)is not contained in the negative database, the initial fraud control ofblock 401 checks that the caller has not exceed a permissible number orduration of calls the caller has made during a predetermined period oftime, or an amount of money the caller has spent during a predeterminedperiod of time by querying a database. For example, a caller may belimited to only two calls per day or two calls per week, and the toduration of calls may be limited so that a caller is allowed to speakwith service representatives for a maximum of, for example, 100 minutesper month. The amount of money that a caller can spend can be limitedto, for example, an expenditure of $100 per month. The databasecontaining this type of information can be part of or separate from thenegative database, and can be a shared database.

[0069] Calls that fail the initial fraud control of block 401 areforwarded to block 410 where the call is processed to determine what thenext course of action will be. According to the invention, calls can beblocked, temporarily blocked or limited. Blocked calls are permanentlyprohibited from connection with a service representative. A message maybe played for a blocked call that advises the caller to stop callingbecause the calling number or Internet address has been blocked.Examples of potentially blocked calls include calls from telephonenumbers located in a negative database or calls from localities where anANI cannot be forwarded. Similarly, Internet telephony calls originatingfrom Internet addresses (unique identification) that are not properlyforwarded with packetized telephony data can be blocked calls.

[0070] A limited call prohibits a caller who has exceeded an allottednumber of calls, an allotted duration (in minutes, hour or days) ofcalls or an allotted expenditure amount during a certain period of timefrom being connected to a service representative. The limitations placedon a given caller may be removed once the caller has satisfied criteriafor removing the limitation. A temporarily blocked calls can include acall in which a telephone number requested by a service representativedoes not match an ANI number displayed or received packetized telephonydata. The caller may be able to reenter the correct telephone number orInternet address (unique identification), or may be allowed to callagain for correctly entering the caller's telephone number or Internetaddress (unique identification). Therefore, the caller is temporarilyblocked from being connected to a service representative. When any ofthe call limiting, call blocking, or temporarily call blocking featuresis activated, the call is disconnected.

[0071] When the call successfully passes the initial fraud control ofblock 401, the call then advances to block 402 where the form of paymentthat will be used to pay for the call to a service representative issolicited. The caller is prompted by, for example, a computer-activatedvoice or by an operator (a non-service representative), to indicate theform of payment information the caller wishes to use. The form ofpayment can be cash, debit cards, check or electronic draft, electronicfunds transfer, credit, major credit card, electronic wallet and thelike. For this particular embodiment of the invention, the preferredform of payment involves credit cards, debit cards and the like.

[0072] Alternatively, in situations when the caller has previouslycalled into the service, the form of payment information can beautomatically accessed from a form-of-payment/credit database in awell-known manner based on the ANI and/or other information that hasbeen provided by the caller. Preferably, the form-of-payment/creditdatabase is stored locally, but can also be remotely located. Thepreviously-used form of payment information stored in theform-of-payment/credit database is presented to the caller in awell-known manner as a possible selection by the caller for payment ofthe current call.

[0073] The operator or computer-activated voice may offer the caller adiscount when the form of payment selected by the caller is convenientfor the billing system. A further discount may be given when the calleris a frequent caller who has not exceeded the caller's allowance forprescribed calls or expenditure amount. Of course, any other form ofpreferential treatment may also be initiated. In the exemplaryembodiment described in FIG. 4, the caller provides the form of paymentinformation to the operator or inputs this information via a telephonekeypad or keyboard. The caller can be requested to enter or supplyinformation such as credit card or debit card numbers, the cardexpiration date, address including zip code, billing address, date ofbirth, driver's license number, etc. When the form of payment is notsuccessfully communicated to the operator or successfully entered by thecaller via the telephone keypad or keyboard, the call is disconnected.Alternatively, the caller may be temporarily blocked and/or givenanother chance for entering the correct information. The caller may alsobe completely blocked from calling the system again.

[0074] When the information is successfully communicated or entered,flow continues to block 404 where additional fraud control isimplemented. Such additional fraud control may, for example, includecomparing information given by the caller against information stored ina database of information related to each respective caller, and/ orverifying that the caller's credit card or debit card number has notbeen in a negative database for delinquent payment. The informationstored in this database can be part of or separate from the negativedatabase of call originating telephone numbers and/or Internet addresses(unique identifications), and can be a shared database.

[0075] The information entered or communicated by the caller is alsoused for determining whether the caller has not exceed a permissiblenumber or duration of calls the caller has made during a predeterminedperiod of time, or an amount of money the caller has spent during apredetermined period of time by querying a database. The querieddatabase may be the same database used in step 401 for determiningwhether the caller has exceeded any of the same criteria.

[0076] When a call fails the additional fraud control of block 404, thecall is forwarded to block 410 where the call can be selectivelyblocked, temporarily blocked, or limited. A blocked call includes a callin which a credit card or debit card has expired or is invalid. Alimited call includes a call in which a credit card or a debit cardexceeds the monthly/weekly allocations of calls or exceeds the timeallowance for a certain period of time. A temporarily blocked callincludes a call in which the zip code or other information supplied bythe caller does not match the appropriate information stored in adatabase. Moreover, the system can be designed so that calls classifiedas blocked calls can also be classified as temporarily blocked callswhen the system allows a caller to supply information, such as thecorrect expiration date of a charge card. When the caller is allowed tomake payment to a lending institution in order to validate the credit ordebit card, a call can be classified as temporarily blocked.

[0077] According to one embodiment of the present invention, when thecall passes the additional fraud control, the credit card accountinformation or the debit card account information is forwarded at block405 to a remote site for authorization. Remote sites used forauthorization may, for example, include a credit bureau, a bankinginstitution, a third-party biller, or the like. The remote site checksto ensure that the credit card or debit card is valid. When the card isvalid, a predetermined amount of money is charged against the credit ordebit card account at block 406. According to another embodiment of thepresent invention, when the call passes the additional fraud control,the credit card account information or the debit card accountinformation is forwarded to a local database to ensure that the creditcard or debit card is valid. When the card is valid, a predeterminedamount of money is charged against the credit or debit card account atblock 406.

[0078] The predetermined amount of money charged against the creditaccount can be performed in several ways. For example, a portion of thecaller's available line of credit for the account equal to thepredetermined amount can be authorized or set aside for the purpose ofmaking the call. Alternatively, the account may be debited by thepredetermined amount. In any event, the predetermined amount of moneycharged to the account is preferably greater than the probable chargefor the telephone call for insuring that the charges incurred during thecall will be paid. When the predetermined charge to the account isapproved or denied, the remote site sends an approval or denialnotification back to the system at block 406. When the remote siteauthorizes the call, the call is forwarded to a service representative,such as a psychic counselor. When the call is not authorized, the callis either blocked or temporarily blocked until information regarding thecredit bureau or the banking institution is settled by the caller.

[0079] At block 407, the call is redirected to a service representativeand, at this point, the billing processes begin, as shown in block 408.The call is billed from the time the call is redirected to one or moreservice representatives and to the time when the last servicerepresentative hangs up. The caller is billed in real time for only theactual minutes that the caller is connected to a service representative.

[0080] When the call is terminated, the system calculates the totalbillable amount for the call. The system then sends the billable amountto the remote site at block 410. The system can also send the creditcard or debit card account information or some other identifyinginformation along with the billable amount to the remote site. Theremote site then reverses the previous charge of the predeterminedamount to the account and a new charge for the actual billable amount ofthe call is charged to the account at block 408.

[0081] This reverse authorization routine can be performed in severalways and the invention is not limited to the following examples. First,the initial authorization to set aside the predetermined amount ofavailable credit is reversed, thereby returning the amount that was setaside to the available credit line. A second authorization is thenperformed wherein a portion of the available credit line that is equalto the actual cost of the call is set aside. In another embodiment ofthe invention, the account may receive a credit in the amount of thepredetermined amount to negate the initial charge of the predeterminedamount. A new charge in the amount of the actual cost of the call isthen made to the credit card account. Alternatively, the account mayjust receive a credit in the amount of the difference of thepredetermined amount initially set aside minus the actual billableamount of the call. Furthermore, when the caller is not connected to aservice representative and the billing has not begun before the call isterminated, the caller is not charged for the call and the initialcharge is completely reversed. When the credit account informationrelates to a checking account or an electronic funds transfer, thereverse authorization feature of the present invention is, of course,not used.

[0082] The present invention is adaptable for providing videoconferencing services to callers equipped with video cameras. Moreover,the service representatives may not necessarily need to depend oncentral controller 110 for database maintenance services regardingcaller and service representative data. Such data may be maintained andupdated within personal computers at the service representative'spremises. Other modifications and enhancements to the present inventionmay be adaptively made for providing other services than that described,such as medical counseling, suicide hot-line and other services.

[0083] The present invention also provides for a call-out feature inwhich selected callers are called by the system in a well-known manner.Once the call has been connected to the caller, message unit 135 playsan announcement for the call recipient offering services and/or goodsthat can be accepted. If the offer of services and/or goods is acceptedby the call recipient, message unit 135 provides audio prompts queryingthe call recipient for a form of payment. Accordingly, a previously-usedform of payment can be accessed from a form-of-payment/credit databasefor providing a possible selection by the call recipient. The fraudcontrol features of the present invention can optionally be used inconjunction with the querying for the form of payment Accessing theform-of-payment database When the form of payment is selected, the fraudcontrols relating to the form of payment provided by the presentinvention are then initiated before the services and/or goods aredelivered.

[0084]FIG. 5 shows a schematic block diagram of a system 500 for billinga communication session conducted over a packetized digital datacomputer network 501, such as the Internet, according to the presentinvention. In FIG. 5, a plurality of Internet Service Providers (ISPs)502 are connected to the Internet 501 for providing access to theInternet 501 and to resources connected to the Internet 501. Each of aplurality of user terminals 503 are connected to the Internet 501through an ISP 502. Typically, a user terminal 503 uses an automaticdialing modem to create a circuit-switched data link to an ISP 502.Alternatively, a user terminal 503 can access an ISP 502 through a cablelink or a high-speed digital link. The ISP, in turn, creates apacket-switched data link to a desired address over the Internet 502 ina well-known manner. A plurality of servers, which may comprise routers,are also connected to the Internet 501 for providing access to web pagesand other data in a well-known manner. Only three such servers 504, 505and 506 are shown in FIG. 5 for clarity.

[0085] Server 504 is connected to a computer system 507 that is used forproviding a service representative-based service, for example, a psychiccounseling network service. Other computer systems (not shown) can alsobe connected to server 504. Preferably, though, computer system 507 isthe only computer system connected to the Internet 501 through a server504 so that users requesting service receive an optimum level ofperformance. A plurality of service representative terminals 508 can beconnected locally to computer system 507 so that service representativescan interface with users for counseling communication sessions from acentrally-located place. Additionally or in the alternative, a servicerepresentative can be located remotely from computer system 507 througha link over the Internet 501. For example, user terminals 503 a and 503b can be operated by service representatives that are associated withthe representative-based service provided through computer system 507 ina manner that appears to be transparent to users requesting service.

[0086]FIG. 6 shows a flowchart for actuating and entering a servicerepresentative into a service representative availability queue using acommunication session over a computer network according to the presentinvention. Such a communication session can be a data-only session or amultimedia session that includes any combination of audio, video anddata. At step 600, a service representative contacts the service bureauat computer system 507 over the Internet 501 for indicating anavailability for providing service. At step 610, the servicerepresentative receives a log-on page requesting, for example, theservice representative to identify certain choices and preferences forrecording in memory of system 507 that are similar to the choicespresented in connection with the logging in sequence of FIG. 2.Preferences may be predetermined or entered for the first time, such asthe name and address of the service representative, billing rate, Zodiacbirth sign and/or other information. Typically, at this time, a time ofday and date is recorded in the memory of system 507 logging the timeand date the service representative has offered to begin servicingusers. When the service representative is directly connected to computersystem 507, the service representative need only to initiate a log-onprocedure, as opposed to logging into an ISP and initiating acommunication session with system 507.

[0087] Flow continues to step 620 where the service representativeenters a preference selection and sends the preference selectioninformation to system 507. Steps 610 and 620 are repeated until log-inis complete. Once the responses to the queries of step 610 areregistered, system 507 may provide a validity check for the entereddata, and provide an audible and/or visual feedback for selections.System 507 may then send additional login query pages, such as whetherthe service representative desires to work with one or more conferees.Feedback confirmation that the choices have been accepted by system 507may be provided in addition to error algorithms provided for correctingerroneous choices made by a service representative, as necessary.

[0088] In the log-in process of FIG. 6, the various query pages andresponses of steps 610 and 620 can be varied depending on the desiredservice that is to be performed. Moreover, the result may vary. In onescenario, there may be an availability queue of available servicerepresentatives willing to confer with a user individually, with otherconferees or in a chatroom-type of setting. In other words, the servicerepresentative may be willing to accept any request for services. Inother embodiments, there may be availability queues formed in the memoryof system 507 for individual service representative communicationsession, dual or twins communication sessions, triplets or three servicerepresentative communication sessions, and so on. There may be acombination of such queues depending on the embodiment. Consequently, inits simplest embodiment, the present invention involves the servicerepresentative logging in to a dual service representative availabilityqueue such that on receiving a request for a communication session at aspecial dual service representative website or web page, the next twoservice representatives that are presently available in the dual servicerepresentative availability queue are automatically connected to theuser.

[0089] The result of the log-in process is shown as step 630, that is,the service representative is entered into the memory of system 507 inone or more service representative availability queues as a memorytable. Of course, when a service representative accepts a communicationsession and is connected with a user, and perhaps one or more otherservice representative conferees, the appropriate availability table inthe memory of system 507 records a “busy” status for the servicerepresentative. Moreover, the service representative has signaled andrecorded their preferences for the type of communication session thatthe service representative is willing to accept (for example,individually, with one or more service representative conferees or in achatroom-type environment) and certain other preferences, for example,their own Zodiac sign, the day, month, year of birth, gender or otherinformation that is useful for arranging a communication session. Someor all of this information depending on the service offered may bepreserved in the memory of system 507. Over time, information such asthe number, type, user identities, user preferences and the like ofcommunication sessions accepted by each respective servicerepresentative may be recorded and associated with the servicerepresentative for assisting in providing better user service, and forproviding salary or other compensation to the service representatives.

[0090]FIG. 7 shows a flowchart for processing a service representativecommunication session, whether a data-only session or a multimediasession, according to the present invention. Such a communicationsession can be a data-only session or a multimedia session that includesany combination of audio, video and data. At step 705, a potential userof the service bureau provided at computer system 507 accesses a log-inpage at the service bureau web address. A second web address or seriesof web pages may be separately provided for accessing a twins service.In such an instance, the user may be immediately passed to step 720 andthe input data registered including, but not limited to, the Internetaddress of the user, the physical address and billing information of theuser.

[0091] According to the present invention, communication sessionlimiting, session blocking and fraud control checking is performedautomatically at step 710. For example, arbitrary communication sessionlimiting criteria may be established, such as two sessions per day, 40session minutes per day, 50 session minutes per week, 85 session minutesper month and/or an amount of money spent by a user during apredetermined period of time for communication session services forprotecting user against excess usage and billing. A user is queried in adatabase for determining how frequently and, for each session, how longthe user has been connected for determining whether any individual orcombination of session limiting criteria have been exceeded. When anysession limiting criteria has been exceeded, the user may receive amessage thanking the user for past sessions, but possibly blocking orlimiting the duration of the present session.

[0092] Regarding session blocking based on input data and certainnegative databases, the Internet address initiating the session, thefirst several digits of the address or apartment number and/or the zipcode of the user that have been entered by the user may be matchedagainst the Internet address (obtained via packetized data when thesession is initiated) and/or credit card data so that a security breachis pre-identified. The comparison of the user-entered first severaldigits of a street address or apartment number, and/or zip code againstcredit card data downloaded or prestored from a credit agency or a bankis an address verification system (AVS). The user may be queried toexplain any discrepancy and/or the session is blocked. The Internetaddress (or other unique address) from where the session is initiated(obtained via packetized data) can be checked against the Internetaddress (or unique address) entered by the user and against Internetaddress and telephone negative databases identifying pay phones,prisons, schools, selected commercial establishments, and otherinstitutions or locations of terminals and/or telephones from wherecommunication sessions may be blocked.

[0093] If the session is a multimedia session involving voicecommunications, a voiceprint of the user's voice may be recorded bysystem 507 for comparison against a voiceprint database for insuring thevalidity of the identity of the user. The user's name may be input andcompared against a card-holder or account name as a security check.Additionally, a fingerprint image and/or a portrait image can be usedfor insuring the validity of the identity of the caller. At least, viaAVS, the address of the user, entered through a keyboard, can be matchedagainst the address of the cardholder or on an account that ispre-stored and downloaded from a credit agency or a bank 511. In analternative embodiment, a non-service representative may assist,supplement or replace an automated system in regard to session limiting,session blocking, fraud control, collecting form of payment informationand obtaining payment authorization.

[0094] At step 725, the user is identified to be served by at least oneservice representative and at step 730 immediately connected to anidentified service representative listed in the availability queue ofservice for the type of service requested by the user, such as anindividual service representative consultation, a consultation with aplurality of service representatives, a chatroom environment, etc. Oncesession blocking, session limiting and fraud control criteria have notbeen exceeded, a user is immediately connected and served by at leastone service representative listed in the service representativeavailability queue.

[0095] In a further embodiment of the present invention, steps 710 and715 are repeatedly performed until the user logs in a manner that issimilar to the way the service representative logs in using acommunication session, as per FIG. 6. For example, at step 710, awelcome announcement to the psychic network service is sent to the user.When the service representative queue is relatively full, theannouncement may indicate that the user session is important andconnection to a service representative be momentarily delayed. Based ona calculated average session durations and other queuing theorycalculations, system 507 may send a message indicating an expectedwaiting time for the user and, in the meanwhile, will begin to recordcertain other service and service representative preference information.For example, as with the telephony-based embodiment of the presentinvention of FIGS. 1-4, a user may enter the month, day and year ofbirth, their gender and service preference (such as one or more servicerepresentative conferees, or a chatroom environment).

[0096] As steps 710 and 715 are repeated, system 507 may query adatabase for determining billing arrangements, among other things, suchas whether the user has used the service before, how the user has paidin the past, what preferences and data was accumulated at that time, andbring such data that is useful for the session to active memory.

[0097] Once the communication session has been accepted and the user haslogged in, of course, the user's input data is registered into thememory of system 507 at step 720. The registered data may include, amongother things, the user's name, address, zip code, telephone number,credit card type and number, bank name and account number and billingdata, service preference, and data that may be used for matching theuser with service representative data. For example, the user's sign ofthe Zodiac, determined from an entered birth date or entered separatelymay be matched with similar psychic service representative informationbefore the session is initiated.

[0098] When the service representative queue is relatively full and/orwhen a user must wait to connect to a particular service representative,system 507 can send pages of information to the user that have beencustomized for the user or may be of interest to the user. For example,while a user is waiting, horoscope information or an astrological chart(personalized for the user based on data input by the user) can be sentto the user for the user's information and entertainment. Anotherexample is to send marketing information, such as a informationregarding products and/or services available from the service bureau, tothe user so that the user is entertained while waiting for a servicerepresentative.

[0099] Identification of service representatives step 725 then may be assimple as selecting the next available service representative in anavailability queue and associating the selected service representativewith a user. In a dual service representative session (twin service),the next two available service representatives are selected from theavailability queue for a session, and so on. Service representativeselection can be more complicated when a pair of psychic twins isrequired to be identified and selected. Other criteria can includegender, sign of the Zodiac and other preference data. In all suchcriteria selection and matching of preferences, step 725 is crucial forobtaining the best service for a particular user. A trade-off is thatthere may not be as many available service representatives havingdesired criteria, so that a delay in arranging a session may belengthened or impossible to accomplish at a given time. The announcementmessage of step 710 may be adaptively used for describing for the userthe real choices the user is able to make at a particular time. The usermay be offered additional choices within the same network, or throughprior arrangement with another psychic counseling network service, theuser may be transferred to an available psychic representativeassociated with another psychic network service for receiving service.Further, system 507 can, as previously mentioned, send pages ofinformation to the user that have been personalized for the user or maybe of interest to the user, such as horoscope, astrological and/orinformation regarding other products and services that are available.When the selected service representative(s) is (are) available, system507 connects the user to the service representative(s).

[0100] Once all of the selected service representatives are connected tothe session, the user is billed for the session. Consequently, at step735, all user and service representative data is transmitted to system507 and logged in along with time of day and date for calculatingsession duration in minutes and for billing, and service representativecompensation data logging. Specifically, a user is billed for theduration of time beginning when the first service representative goes isconnected to the session until the last service representativeterminates the session. Individual time logs are maintained for the user(session duration) and each service representative (service duration).For example, when each service representative disconnects or terminatesfrom the session, the respective service representative's terminalstransmit the service representative's connect time, disconnect time,time of day and date to system 507. In the situation when a userconnects to a chatroom environment, the user is billed for the durationof time when the user first connects to the chatroom until the time theuser disconnects from the chatroom.

[0101] Once the conferees (including the users) have completed asession, step 740 is entered and a total time for the communicationsession is determined for billing the user accordingly. Each of theservice representatives are returned to their respective availabilityqueues until they choose to log off by following a log-off process thatis complimentary to the log-in process of FIG. 6, or become unavailableby accepting a service session. Once a service representative logs in,system 507 anticipates that the next communication session to theservice bureau from the service representative is a logoff session andwill provide an appropriate sequence of announcements and obtainresponses for logging off. The time of day may be recorded fordetermining how long the service representative has been on the job.

[0102] When the counseling service is provided for a fee, it isanticipated according to the present invention that users will beoffered a variety of ways to pay for the services offered. Some methodsof payment, such as debit cards, bank checks or drafts, smartcards,electronic wallets, and major credit cards are more creditworthy thanother methods of payment. Other forms of payment contemplated by thepresent invention include billing to a telephone number, a cabletelevision account number, a utility service account, or an Internetservice provider (ISP) account number. A user enters a preferred form ofpayment in response to a query from system 507. A user may receivepreauthorization using these credit arrangements in real time, evenprior to the counseling service and, consequently, may realize adiscount according to the present invention that can induce the user touse a method of payment that is preferred by the service vendor. Paymentmethod and billing arrangements are typically agreed upon after thesession limiting, session blocking and fraud control features previouslydescribed, and may be agreed upon in advance of the session or prior toconclusion of the session.

[0103]FIG. 8 shows a flow diagram for a real-time billing system forbilling a communication session occurring over a computer networkaccording to the present invention. Such a communication session can bea data-only session or a multimedia session that includes anycombination of audio, video and data. At block 801, the initial fraudcontrol are activated, which can include verifying whether the user isrequesting a communication session from a location that matches theoriginating Internet address and/or a unique identification requestingthe session, limiting the number and duration of sessions made during acertain time period and/or limiting the amount of money a user spends onservice representative communication sessions in a predetermined timeperiod.

[0104] When a request for a session is received from a user, the systemprompts the user at block 801 to enter the user's Internet address or aunique identification to verify that the user is requesting a sessionfrom a location that matches the user's Internet address or uniqueidentification associated with the user and/or terminal equipmentreceived with the request for a session. When the entered Internetaddress or unique identification, and the Internet address or uniqueidentification forwarded in the packetized data do not match, the usermay be disconnected or the user may be given another chance to reenterthe correct Internet address or unique identification.

[0105] When the originating Internet address or unique identificationentered by the user is verified to match the Internet address or uniqueidentification forwarded with the request, the initial fraud control ofblock 801 verifies that the user's Internet address or uniqueidentification is not stored in a negative database of known badInternet addresses and/or unique identifications. The negative databasecan be located in the memory of system 507, and/or remotely located at509 and accessed over the Internet 501 through server 505. Internetaddresses and/or unique identifications stored in the negative databaseresult from insufficient payment of a credit card charge, or a user'srefusal of payment relating to a disputed charge from a previous servicerepresentative communication session. The present invention, however, isnot limited by the above-mentioned negative database satisfying thecriteria mentioned above (storing Internet addresses and/or uniqueidentifications having disputed charges or insufficient payments withrespect to a service representative session). The negative database usedat this stage of the initial fraud control of the present invention maybe a shared database that stores Internet addresses and/or uniqueidentifications of users who have credit problems with other types ofInternet-based ordering/payment systems.

[0106] System 507 also checks to ensure that sessions are not initiatedfrom locations in which an Internet address or a unique identificationcannot be forwarded. System 507 is also capable of detecting acommunication session initiated from particular institutions andcommunication devices, such as cellular telephones, numbers associatedwith a PBX system, governmental facilities, pay telephones, prisons,hospitals, schools, selected commercial establishments, etc.

[0107] The above-described initial fraud controls are illustrativeexamples. Other fraud controls will be apparent to those skilled in theart, thus the invention is not limited to the fraud controls describedabove. In general, the system can be designed to prevent any unwantedInternet addresses and/or unique identifications from entering thesystem.

[0108] When the originating Internet address or unique identificationentered by the user is verified to match the Internet address or uniqueidentification forwarded with the session request, and the originatingInternet address or unique identification is not contained in thenegative database, the initial fraud control of block 801 checks thatthe user has not exceed a permissible number or duration of sessions theuser has made during a predetermined period of time, or an amount ofmoney the user has spent during a predetermined period of time byquerying a database. For example, a user may be limited to only twosessions per day or two sessions per week, and the duration of sessionsmay be limited so that a user is allowed to communicate with servicerepresentatives for a maximum of, for example, 100 minutes per month.The amount of money that a user can spend can be limited to, forexample, an expenditure of $100 per month. The query can be based onidentification information associated with the user, such as theInternet address of the user, a unique identification of the user, adriver's license and/or social security number of the user, the user'smother's maiden name, a password and/or a digital certificate associatedwith the user. The database containing this type of information can bepart of or separate from the negative database, and can be a shareddatabase.

[0109] Sessions that fail the initial fraud control of block 801 areforwarded to block 810 where the session is processed to determine whatthe next course of action will be. According to the invention, sessionscan be blocked, temporarily blocked or limited. Blocked sessions arepermanently prohibited from connection with a service representative. Amessage may be sent to a user for a blocked session that advises theuser to stop requesting a session because the originating Internetaddress or unique identification has been blocked. Examples ofpotentially blocked sessions include sessions originating from Internetaddresses and/or unique identifications that are not properly forwardedwith packetized data.

[0110] A limited session prohibits a user who has exceeded an allottednumber of sessions, an allotted duration (in minutes, hour or days) ofsessions or an allotted expenditure amount during a certain period oftime from being connected to a service representative. The limitationsplaced on a given user may be removed once the user has satisfiedcriteria for removing the limitation. A temporarily blocked session caninclude a session in which an Internet address or a uniqueidentification does not match the received packetized data when thesession is requested. The user may be able to reenter the correctInternet address or unique identification, or may be allowed to requestanother session for correctly entering the user's Internet address,unique identification of other user identification information.Therefore, the user is temporarily blocked from being connected to aservice representative. When any of the session limiting, sessionblocking, or temporary session blocking features is activated, therequest is terminated.

[0111] When the session successfully passes the initial fraud control ofblock 801, the session then advances to block 802 where the form ofpayment that will be used to pay for the session to a servicerepresentative is solicited. At step 802, the user is prompted by, forexample, a page that queries the user for the form of paymentinformation the user wishes to use. The form of payment can be cash,debit cards, electronic draft or check, electronic funds transfer,credit, major credit card, electronic wallet and the like. Thisembodiment of the invention, however, involves credit cards, debit cardsand the like.

[0112] Alternatively, in situations when the user has previouslyaccessed the service, the form of payment information can beautomatically accessed from a form-of-payment/credit database in awell-known manner based on the user identification and/or otherinformation that has been provided by the user or through otherwell-known techniques, such as a cookie. Preferably, theform-of-payment/credit database is stored locally, but can also beremotely located. The previously-used form of payment information storedin the form of payment/credit database is presented to the user in awell-known manner as a possible selection by the user for payment of thecurrent session.

[0113] System 507 may offer the user a discount when the form of paymentselected by the user is convenient for the billing system. A furtherdiscount may be given when the user is a frequent user who has notexceeded the user's allowance for prescribed sessions. Any other form ofpreferable treatment may also be initiated. In the exemplary embodimentdescribed in FIG. 8, the user provides the form of payment informationand sends the information to system 507 in a well-known manner. The usercan also be requested to enter or supply information, such as a checkingaccount number, credit card or debit card numbers, the card expirationdate, address including zip code, billing address, date of birth,driver's license number, social security number, a password, a digitalcertificate, mother's maiden name, etc. When the form of payment is notsuccessfully communicated to system 507 by the user, the session isdisconnected. Alternatively, the user may be temporarily blocked and/orgiven another chance for entering the correct information. The user mayalso be completely blocked from accessing system 507 again.

[0114] When the information is successfully communicated or entered,flow continues to block 804 where additional fraud control isimplemented. Such additional fraud control may, for example, includecomparing information given by the user against information stored in adatabase of information related to each respective user, and/orverifying that the user's credit card or debit card number has not beenin a negative database for delinquent payment. The information stored inthis database can be part of or separate from the negative database ofcall originating Internet addresses and/or unique identifications, andcan be a shared database.

[0115] The information entered or communicated by the user is also usedfor determining whether the user has not exceeded a permissible numberor duration of sessions the user has initiated during a predeterminedperiod of time, or an amount of money the user has spent during apredetermined period of time by querying a database. The querieddatabase may be the same database used in step 801 for determiningwhether the user has exceeded any of the same criteria.

[0116] When a session fails the additional fraud control of block 804,the session is forwarded to block 810 where the session can beselectively blocked, temporarily blocked, or limited. A blocked sessionincludes a session in which a credit card or debit card has expired oris invalid, and/or an address associated with the user, such as abilling address and/or zip code, is different from an address in thedatabase associated with the user. A limited session includes a sessionin which a credit card or a debit card exceeds the monthly/weeklyallocations of session or exceeds the time allowance for a certainperiod of time. A temporarily blocked session includes a session inwhich the zip code or other information supplied by the user does notmatch the appropriate information stored in a database. Moreover, thesystem can be designed so that sessions classified as blocked sessionscan also be classified as temporarily blocked sessions when the systemallows a user to supply information, such as the correct expiration dateof a charge card. When the user is allowed to make payment to a lendinginstitution in order to validate the credit or debit card, a call can beclassified as temporarily blocked.

[0117] According to one embodiment of the invention, when the sessionpasses the additional fraud control, the credit card account informationor the debit card account information is forwarded at block 805 to aremotely located site 511 for authorization. Site 511 can be accessedover the Internet through server 506. Alternatively, site 511 can beaccessed via a modem link 512. Remote sites used for authorization may,for example, include a credit bureau, a banking institution, a thirdparty biller such as a telephone service provider, a cable televisionservice provider, a utility service provider, or an Internet serviceprovider, or the like. Remote site 511 checks to ensure that the creditcard, debit card or account number is valid. In the situation of acredit card, when the credit card is valid, a predetermined amount ofmoney is charged against the credit or debit card account at block 806.According to another embodiment of the present invention, when thesession passes the additional fraud control, the credit card accountinformation or the debit card account information is forwarded to alocal database to ensure that the credit card or debit card is valid.When the card is valid, a predetermined amount of money is chargedagainst the credit or debit card account at block 806.

[0118] The predetermined amount of money charged against the creditaccount can be performed in several ways. For example, a portion of theuser's available line of credit for the account equal to thepredetermined amount can be authorized or set aside for the purpose ofcompleting the session. Alternatively, the account may be debited by thepredetermined amount. In any event, the predetermined amount of moneycharged to the account is preferably greater than the probable chargefor the telephone call for insuring that the charges incurred during thecall will be paid. When the predetermined charge to the account isapproved or denied, remote site 511 sends an approval or denialnotification back to system 507 at block 806. When remote site 511authorizes the session, the session is forwarded to a servicerepresentative, such as a psychic counselor. When the session is notauthorized, the session is either blocked or temporarily blocked untilinformation regarding, for example, the credit bureau, bankinginstitution, telephone service account, cable television account, autility service account, or Internet service provider account is settledby the user.

[0119] At block 807, the session is redirected to a servicerepresentative and at this point, the billing processes begin, as shownin block 808. The session is billed from the time the session isredirected and connected to a service representative or the first of aplurality of service representatives and to when the last servicerepresentative terminates or ends the session. The user is billed inreal time for only the actual minutes that the user communicates with aservice representative. When the user is connected to a chatroomenvironment, the user is billed from the time that the user is connectedto the chatroom until the time the user disconnects from the chatroom.

[0120] When the session is terminated, system 507 calculates the totalbillable amount for the session. System 507 then sends the billableamount to remote site 511 at block 810. System 507 can also send thecredit card or debit card account information or some other identifyinginformation along with the billable amount to remote site 511. Remotesite 511 then reverses the previous charge of the predetermined amountto the account and a new charge for the actual billable amount of thesession is charged to the account at block 808. Alternatively, thebillable amount is sent to a payment authorization database, which canbe locally or remotely located.

[0121] As with the voice-based embodiment of the present invention, thereverse authorization routine for the computer network-based embodimentof the present invention can be performed in several ways and theinvention is not limited to the following examples. First, the initialauthorization to set aside the predetermined amount of available creditis reversed, thereby returning the amount that was set aside to theavailable credit line. A second authorization is then performed whereina portion of the available credit line that is equal to the actual costof the session is set aside. In another embodiment of the invention, theaccount may receive a credit in the amount of the predetermined amountto negate the initial charge of the predetermined amount. A new chargein the amount of the actual cost of the session is then made to thecredit card account. Alternatively, the account may just receive acredit in the amount of the difference of the predetermined amountinitially set aside minus the actual billable amount of the session.Furthermore, when a user is not connected to a service representativeand the billing has not begun before the session is terminated, the useris not charged for the session and the initial charge is completelyreversed. When the credit account information relates to a checkingaccount or an electronic funds transfer, the reverse authorizationfeature of the present invention is, of course, not used.

[0122] As indicated, the present invention is adaptable for providingmultimedia-based conferencing services between users and servicerepresentatives that are appropriately equipped. Moreover, the servicerepresentatives may not necessarily need to depend on system 507 fordatabase maintenance services regarding user and service representativedata. Such data may be maintained and updated within personal computersat the service representative's premises.

[0123] The present invention also provides for a feature in whichselected users are contacted by the system in a well-known manner, suchas by e-mail, offering services and/or goods that can be accepted.Alternatively, a selected user can be contacted by way of a multimediatechnique in which particular services and/or goods are offered forpurchase. If the offer of services and/or goods is accepted by the user,the system provides audio prompts querying the user for a form ofpayment. Accordingly, a previously-used form of payment can be accessedfrom a form-of-payment/credit database and provided as a possibleselection by the user. The fraud control features of the presentinvention can optionally be used in conjunction with the querying forthe form of payment.

[0124] The fraud control of the present invention can also be used forother forms of e-commerce over a computer network, such as the Internet.Goods and/or other services can be made available for sale to potentialcustomers who access a website using a browser or by way ofcomputer-network telephony techniques. When a user accesses a websiteusing a browser, the ISP through which the user is connecting to thewebsite forwards the Internet address of the user to the accessedwebsite. That is, identification information uniquely-identifying theuser is available to the accessed website. Alternatively, a mechanismreferred to as a cookie can be used for transmitting information betweenthe accessed website and the user that is used for uniquely identifyingthe user.

[0125] A user can browse through different pages at the website andselect items for purchase by, for example, placing the items into avirtual shopping cart. Once a user decides to buy the selected items,the user clicks on a purchase button. In response, system 507 enters thefraud control process shown in FIG. 9 and queries the user for theinformation necessary for avoiding fraud. FIG. 9 shows a flow diagramfor a real-time billing system for effecting a sale over a computernetwork according to the present invention. According to the invention,the entire flow diagram or selected aspects of the embodiment shown byFIG. 9 can be used.

[0126] For an e-commerce embodiment of the present invention, theinitial fraud control activated at block 901 can include verifyingwhether the user is purchasing a good and/or service from a locationthat matches the originating Internet address and/or has a uniqueidentification, and/or limiting a sale amount that can be purchasedduring a certain time period. When a purchase request is received from auser, the system prompts the user at block 901 to enter the user'sInternet address or a unique identification to verify that the user ismaking a purchase from a location that matches the user's Internetaddress or unique identification associated with the user and/orterminal equipment received with the purchase request. When the enteredInternet address or unique identification, and the Internet address orunique identification forwarded in the packetized data do not match, theuser may be disconnected or the user may be given another chance toreenter the correct Internet address or unique identification.Alternatively, a cookie can be used in a well-known manner for gatheringspecific information that can be used for uniquely identifying a user.In such a situation, the user is then prompted at block 901 to enterinformation that can be compared to information gathered by use of acookie.

[0127] When the originating Internet address or unique identificationentered by the user is verified to match the Internet address or uniqueidentification forwarded with the request, the initial fraud control ofblock 901 also verifies that the user's Internet address or uniqueidentification is not stored in a negative database of known badInternet addresses and/or unique identifications. The negative databasecan be located in the memory of system 507, and/or remotely located at509 and accessed over the Internet 501 through server 505. Internetaddresses and/or unique identifications stored in the negative databaseresult from insufficient payment of a credit card charge, or a user'srefusal of payment relating to a disputed charge from a previouspurchase of a product and/or service. The present invention, however, isnot limited by the above-mentioned negative database satisfying thecriteria mentioned above (storing Internet addresses and/or uniqueidentifications having disputed charges or insufficient payments withrespect to the purchase of a product and/or service). The negativedatabase used at this stage of the initial fraud control of the presentinvention may be a shared database that stores Internet addresses and/orunique identifications of users who have credit problems with othertypes of Internet-based ordering/payment systems.

[0128] System 507 also checks to ensure that purchase requests are notinitiated from locations in which an Internet address or a uniqueidentification cannot be or is not forwarded. System 507 is also capableof detecting a communication session initiated from particularinstitutions and communication devices, such as cellular telephones,numbers associated with a PBX system, governmental facilities, paytelephones, prisons, hospitals, schools, selected commercialestablishments, etc.

[0129] The above-described initial fraud controls are illustrativeexamples. Other fraud controls will be apparent to those skilled in theart, thus the invention is not limited to the fraud controls describedabove. In general, the system can be designed to prevent any unwantedInternet addresses and/or unique identifications from making purchases.

[0130] When the originating Internet address or unique identificationentered by the user is verified to match the Internet address or uniqueidentification forwarded with the purchase request, and the originatingInternet address or unique identification is not contained in thenegative database, the initial fraud control of block 901 checks thatthe user has not exceed a permissible amount of money the user has spentduring a predetermined period of time by querying a database. The amountof money that a user can spend can be limited to, for example, anexpenditure of $100 per month. The query can be based on identificationinformation associated with the user, such as the Internet address ofthe user, a unique identification of the user, a driver's license and/orsocial security number of the user, the user's mother's maiden name, apassword and/or a digital certificate associated with the user. Thedatabase containing this type of information can be part of or separatefrom the negative database, and can be a shared database.

[0131] Purchase requests that fail the initial fraud control of block901 are forwarded to block 910 where the purchase request is processedto determine what the next course of action will be. According to theinvention, purchases can be blocked, temporarily blocked or limited.Blocked purchases are permanently prohibited from completing a saletransaction. A message may be sent to a user for a blocked purchaserequest that advises the user to stop requesting a purchase because theoriginating Internet address or unique identification has been blocked.Examples of potentially blocked purchases include sessions originatingfrom Internet addresses and/or unique identifications that are notproperly forwarded with packetized data.

[0132] A limited purchase prohibits a user who has exceeded an allottedexpenditure amount during a certain period of time from making apurchase. The limitations placed on a given user may be removed once theuser has satisfied criteria for removing the limitation. A temporarilyblocked purchase request can include a purchase request in which anInternet address or a unique identification does not match the receivedpacketized data when the purchase is requested. The user may be able toreenter the correct Internet address or unique identification, or may beallowed to request another purchase for correctly entering the user'sInternet address, unique identification of other user identificationinformation. Therefore, the user is temporarily blocked from beingconnected from making a purchase. When any of the purchase requestlimiting, purchase request blocking, or temporary purchase requestblocking features is activated, the request is terminated.

[0133] When the purchase request successfully passes the initial fraudcontrol of block 901, the purchase request then advances to block 902where the form of payment that will be used to pay for the purchase issolicited. At step 902, the user is prompted by, for example, a pagethat queries the user for the form of payment information the userwishes to use. The form of payment can be cash, debit cards, electronicdraft or check, electronic funds transfer, credit, major credit card,smart card, electronic wallet, and the like, or applying the charge to atelephone bill, a cable television account, a utility service account,an Internet service provider account, and the like.

[0134] System 507 may offer the user a discount when the form of paymentselected by the user is convenient for the billing system. A furtherdiscount may be given when the user is a frequent user who has notexceeded the user's allowance for prescribed purchases. Any other formof preferable treatment may also be initiated. In the exemplaryembodiment described in FIG. 9, the user provides the form of paymentinformation and sends the information to system 507 in a well-knownmanner. The user can also be requested to enter or supply information,such as a checking account number, a credit card or debit card numbers,a card expiration date, a telephone number, a cable television accountnumber, a utility service account number, an Internet service provideraccount number, an address including zip code, billing address, date ofbirth, driver's license number, social security number, a password, adigital certificate, mother's maiden name, etc. When the form of paymentis not successfully communicated to system 507 by the user, the purchaserequest is disconnected. Alternatively, the user may be temporarilyblocked and/or given another chance for entering the correctinformation. The user may also be completely blocked from accessingsystem 507 again.

[0135] When the information is successfully communicated or entered,flow continues to block 904 where additional fraud controls areimplemented. Such additional fraud controls may, for example, includecomparing information given by the user against information stored in adatabase of information related to each respective user, verifying thatthe user's credit card or debit card number has not been in a negativedatabase for delinquent payment. The information stored in this databasecan be part of or separate from the negative database of communicationsession originating Internet addresses and/or unique identifications,and can be a shared database.

[0136] The information entered or communicated by the user is also usedfor determining whether the user has not exceeded a permissible amountof money the user has spent during a predetermined period of time byquerying a database. The queried database may be the same database usedin step 901 for determining whether the user has exceeded any of thesame criteria.

[0137] When a purchase request fails the additional fraud control ofblock 904, the purchase request is forwarded to block 910 where thepurchase can be selectively blocked, temporarily blocked, or limited. Ablocked purchase request includes a purchase request in which a creditcard or debit card has expired or is invalid, and/or an addressassociated with the user, such as a billing address and/or zip code, isdifferent from an address in the database associated with the user. Alimited purchase request includes a purchase request in which a creditcard or a debit card exceeds the monthly/weekly allocations of sessionor exceeds the time allowance for a certain period of time. Atemporarily blocked purchase request includes a purchase request inwhich the zip code or other information supplied by the user does notmatch the appropriate information stored in a database. Moreover, thesystem can be designed so that purchase requests classified as blockedcan also be classified as temporarily blocked when the system allows auser to supply information, such as the correct expiration date of acharge card. When the user is allowed to make payment to a lendinginstitution in order to validate the credit or debit card, acommunication session can be classified as temporarily blocked.

[0138] According to one embodiment of the invention, when the purchaserequest passes the additional fraud control, the credit card accountinformation or the debit card account information is forwarded at block905 to a remotely located site 511 for authorization. Site 511 can beaccessed over the Internet through server 506. Alternatively, site 511can be accessed via a modem link 512. Remote sites used forauthorization may, for example, include a credit bureau, a bankinginstitution, a third party biller such as a telephone service provider,a cable television service provider, a utility service provider, anInternet service provider, or the like. Remote site 511 checks to ensurethat the credit card, debit card or account number is valid. Accordingto another embodiment of the present invention, when the purchaserequest passes the additional fraud control, the credit card accountinformation or the debit card account information is forwarded to alocal database to ensure that the credit card or debit card is valid.

[0139] When the predetermined charge to the account is approved ordenied, remote site 511 sends an approval or denial notification back tosystem 507 at block 906. When remote site 511 authorizes the purchaserequest, the purchase request is entered into system 507 at block 907.When the purchase request is not authorized, the purchase request iseither blocked or temporarily blocked until information regarding thecredit bureau, banking institution, telephone service account, cabletelevision account, a utility service account, or Internet serviceprovider account is settled by the user.

[0140] When the purchase request is entered into system 507, system 507calculates the total billable amount for the session. System 507 thensends the billable amount to remote site 511 at block 908. System 507can also send the credit card, debit card, telephone service account,cable television account, utility service account, or Internet serviceprovider account information or some other identifying information alongwith the billable amount to remote site 511. Remote site 511 thencharges the billable amount to the account and a new charge for theactual billable amount for the purchase is charged to the account atblock 908. Alternatively, the billable amount is sent to a paymentauthorization database, which can be locally or remotely located.

[0141]FIGS. 10a-10 c show a flow diagram summarizing the real-timebilling and fraud control system of the present invention. At step 1001,a customer is connected to a service provider or a merchant providingtelephone or communication session services, and/or goods and servicesfor purchase by way of e-commerce. At step 1002, the customer is queriedfor personal information and a method of payment that will be used bythe customer. In situations when the customer has previously purchasedservices and/or goods, form of payment information can be automaticallyaccessed from a form-of-payment/credit database based on the ANI and/orother information that has been provided by the customer, and presentedto the customer for possible selection by the customer. At step 1003,the personal information of the customer and the method of paymentinformation that is to be used by the customer are actively and/orpassively captured. The personal information of the customer that iscaptured can include, the customer's telephone number, address, DLnumber, social security number, mother's maiden name, a PIN, a password,a digital certificate, a credit card number, a debit card number,banking information, a voiceprint, a fingerprint, a portrait imageand/or a computer network address.

[0142] At step 1004, the captured customer data is compared toinformation contained in one or more customer databases, such as any ofan external shared negative customer database 1005, an internal negativecustomer database 1006, an external shared positive customer database1007 and an internal positive customer database 1008. At step 1009, itis determined whether the captured customer data matches informationcontained in a positive customer database or a negative customerdatabase, or whether the captured customer data does not matchinformation contained in any of the databases accessed. If, at step1009, the captured customer data matches information contained in apositive customer database, flow continues to step 1010

[0143] If, at step 1009, the captured customer data matches informationcontained in a negative customer database, flow continues to step 1011where a service representative can intervene for making a finaldetermination regarding blocking or limiting purchases of the goodsand/or services available for purchase. When the service representativedecides to block a purchase based on the available information, flowcontinues to step 1012. When the service representative, based on theavailable information, decides to limit or temporarily limit a purchase,flow continues to step 1013, and then to step 1010. Alternatively, flowcan proceed to block purchases (step 1012) or limit purchases (step1013) based on information available at decision step 1009.

[0144] If, at step 1009, the captured customer information does notmatch information contained in any of the databases that were accessed,flow continues to step 1014 where the captured information is verifiedat step 1015 with independent sources by queries to at least oneexternal database, such as an ANI database, a credit card agencydatabase, a credit report bureau database, a banking institution, and acheck approval service. Flow continues to step 1016, where it isdetermined whether the captured customer information was verified. Ifnot, flow continues to step 1017 where a service representative canintervene for making a final determination regarding blocking purchasesof the goods and/or services available for purchase. When the servicerepresentative decides to block a purchase based on the availableinformation, flow continues to step 1018 and to step 1019 where thecaptured information is shared with negative customer databases, such asdatabases 1005 and 1006. When the service representative decides topermit a purchase based on the available information, flow continues tostep 1010 where the customer information is compared to fraud controlscreening criteria and to establish a sale limit, and to step 1020 wherethe captured information is shared with positive customer databases,such as databases 1007 and 1008. Alternatively, flow can proceed toblock purchases (step 1018) based on information available at decisionstep 1016.

[0145] At step 1010, the customer information is compared to fraudcontrol screening criteria and a sale limit is established. Flowcontinues to step 1021 where customer fraud screening criteria isaccessed, such as a bill-to address, a ship-to address, apurchase-frequency limit, a purchase-value limit, a call originlocation, the customer age, and customer gender. At step 1022, it isdetermined whether the customer passed the fraud control screening. Ifnot, flow continues to step 1023 where a service representative canintervene for making a final determination regarding blocking purchasesof the goods and/or services available for purchase. When the servicerepresentative decides to block a purchase based on the availableinformation, flow continues to step 1024. Alternatively, flow canproceed to block purchases (step 1024) based on information available atdecision step 1022.

[0146] If, at step 1022, the customer passes the fraud controlscreening, flow continues to step 1025 where a customer purchase valuelimit is established. Flow continues to step 1026 where the establishedpurchase value limit is communicated to appropriate internal andexternal databases, such as databases 1005-1008. Flow continues to step1027 where it is determined whether the customer purchase value has beenauthorized. If not, flow continues to step 1028 where a servicerepresentative can intervene for making a final determination regardingblocking purchases of the merchants goods and/or services. When theservice representative decides to block a purchase based on theavailable information, flow continues to step 1029. Alternatively, flowcan proceed to block purchases (step 1029) based on informationavailable at decision step 1027.

[0147] If the customer purchase value was authorized at step 1027, flowcontinues to step 1030 where the customer selects goods and/or serviceshaving a value that is less than or equal to the established limit forthe customer. Flow continues to step 1031 where the customer is billedby way of the customer-selected method of payment, such as an invoice,an electronic funds transfer or e-draft, a credit or debit cardtransaction, an Internet Service Provider, a telephone, a cable or otherutility account, or an e-wallet. The purchase value is transmitted toappropriate internal and external authorization and credit limit amountdatabases at step 1032 and the process is exited at step 1033.

[0148] Other modifications and enhancements to the present invention maybe adaptively made for providing other services over a computer network,such as the Internet, than that described, such as computer serviceadvice, medical counseling, suicide hot-line and other services.

[0149] Any patents or publications referenced above should be deemed tobe incorporated by reference as to their entire subject matter shouldone believe it relevant to obtain details from such sources forexplanations of related arrangements and how they may be employed toadvantage in the present invention. The present invention should only bedeemed to be limited in scope by the claims which follow.

I/We claim:
 1. A method of effecting a sale over a computer network, themethod comprising the steps of: determining whether a user passes fraudcontrol before effecting the sale over a computer network by receivingcomputer-network address information associated with a user, thecomputer-network address information being received from the computernetwork; receiving computer-network address information from the user;comparing the computer-network address information received from thecomputer network to the computer-network address information receivedfrom the user; requesting information associated with amethod-of-payment from the user when the computer-network addressinformation received from the computer network matches thecomputer-network address information received from the user; receivingthe information associated with the method-of-payment from the user; andcompleting a sale transaction based on the received informationassociated with the method-of-payment.
 2. The method according to claim1, further comprising the steps of: communicating method-of-paymentinformation to a payment authorization database, the method-of-paymentinformation including the received information associated with themethod of payment; receiving payment authorization informationassociated with the method-of-payment from the payment authorizationdatabase; and completing the sale transaction when the paymentauthorization information is affirmative.
 3. The method according toclaim 2, further comprising the step of transmitting sale chargeinformation associated with the sale effected over the computer networkto the payment authorization database when the sale transaction iscomplete, the sale charge information including information for chargingthe method of payment an amount representing a charge for the sale. 4.The method according to claim 2, wherein the payment authorizationdatabase is located locally.
 5. The method according to claim 2, whereinthe payment authorization database is located at a remote site.
 6. Themethod according to claim 5, wherein the remote site is a bankinginstitution.
 7. The method according to claim 5, wherein the remote siteis a credit card agency.
 8. The method according to claim 1, wherein thereceived information associated with the method-of-payment includescredit card information.
 9. The method according to claim 1, wherein thereceived information associated with the method-of-payment includesdebit card information.
 10. The method according to claim 1, wherein thereceived information associated with the method-of-payment includeschecking account information.
 11. The method according to claim 1,wherein the received information associated with the method-of-paymentincludes electronic funds transfer information.
 12. The method accordingto claim 1, wherein the received information associated with themethod-of-payment includes a telephone number.
 13. The method accordingto claim 1, wherein the received information associated with themethod-of-payment relates to a cable television account.
 14. The methodaccording to claim 1, wherein the received information associated withthe method-of-payment relates to a utility service account.
 15. Themethod according to claim 1, wherein the received information associatedwith the method-of-payment relates to an Internet service provideraccount.
 16. The method according to claim 1, wherein the receivedinformation associated with the method-of-payment includes method ofpayment information selected by the user.
 17. The method according toclaim 1, wherein the step of determining whether a user passes fraudcontrol further includes the steps of: receiving information associatedwith the user; accessing a database; and comparing the receivedinformation associated with the user with information stored in thedatabase, and wherein the step of requesting information associated withthe method-of-payment from the user is performed when the receivedinformation associated with the user matches the comparison with theinformation stored in the database.
 18. The method according to claim 1,further comprising the steps of: receiving information associated withthe user; accessing a database; and comparing the received informationassociated with the user with information stored in the database, anddetermining whether to complete the sale transaction based upon a resultof the step of comparing the received information associated with theuser with information stored in the database.
 19. The method accordingto claim 18, wherein the step of comparing the received informationassociated with the user with information stored in the databaseverifies an identity of the user.
 20. The method according to claim 18,further comprising the step of limiting an amount of the sale based on afrequency of sales to the user during a predetermined period of time.21. The method according to claim 18, further comprising the step oflimiting an amount of the sale based on an amount of money spent by theuser during a predetermined period of time.
 22. The method according toclaim 18, further comprising the step of blocking the sale based on anamount of money spent by the user during a predetermined period of time.23. The method according to claim 18, wherein the received informationassociated with the user includes a computer-network address for theuser, the method further comprising the step of blocking the sale basedon a comparison of the computer-network address for the user withinformation stored in the database.
 24. The method according to claim18, wherein the received information associated with the user includes acomputer-network address for the user, the method further comprising thestep of limiting an amount of the sale based on a comparison of thecomputer-network address for the user with information stored in thedatabase.
 25. The method according to claim 18, wherein the receivedinformation associated with the user includes an identification of theuser, the method further comprising the step of blocking the sale basedon a comparison of the identification of the user with informationstored in the database.
 26. The method according to claim 18, whereinthe received information associated with the user includes anidentification of the user, the method further comprising the step oflimiting an amount of the sale based on a comparison of theidentification of the user with information stored in the database. 27.The method according to claim 18, wherein the received informationassociated with the user relates to credit account informationassociated with the user, the method further comprising the step ofblocking the sale based on a comparison of the credit accountinformation with information stored in the database.
 28. The methodaccording to claim 27, wherein the credit account information includescredit card information.
 29. The method according to claim 27, whereinthe credit account information includes debit card information.
 30. Themethod according to claim 27, wherein the credit account informationincludes checking account information.
 31. The method according to claim27, wherein the credit account information includes electronic fundstransfer information.
 32. The method according to claim 27, wherein thecredit account information includes a telephone number.
 33. The methodaccording to claim 27, wherein the credit account information relates toa cable television account.
 34. The method according to claim 27,wherein the credit account information relates to a utility serviceaccount.
 35. The method according to claim 27, wherein the creditaccount information relates to an Internet service provider account. 36.The method according to claim 18, wherein the received informationassociated with the user relates to credit account informationassociated with the user, the method further comprising the step oflimiting an amount of the sale based on a comparison of the creditaccount information with information stored in the database.
 37. Themethod according to claim 36, wherein the credit account informationincludes credit card information.
 38. The method according to claim 36,wherein the credit account information includes debit card information.39. The method according to claim 36, wherein the credit accountinformation includes checking account information.
 40. The methodaccording to claim 36, wherein the credit account information includeselectronic funds transfer information.
 41. The method according to claim36, wherein the credit account information includes a telephone number.42. The method according to claim 36, wherein the credit accountinformation relates to a cable television account.
 43. The methodaccording to claim 36, wherein the credit account information relates toa utility service account.
 44. The method according to claim 36, whereinthe credit account information relates to an Internet service provideraccount.
 45. The method according to claim 18, the received informationassociated with the user includes a billing address, the method furthercomprising the step of blocking the sale when the received informationassociated with the user does not pass fraud control based on a userbilling address.
 46. The method according to claim 18, the receivedinformation associated with the user includes a billing address, themethod further comprising the step of limiting an amount of the salewhen the received information associated with the user does not passfraud control based on a user billing address.
 47. The method accordingto claim 18, the received information associated with the user includespersonal information of the user, the method further comprising the stepof blocking the sale when the received information associated with theuser does not pass fraud control based on personal information of theuser.
 48. The method according to claim 47, wherein the personalinformation of the user includes at least a portion of at least one of adriver's license number, a social security number, a mother's maidenname, a password and a digital certificate.
 49. The method according toclaim 18, the received information associated with the user includespersonal information of the user, the method further comprising the stepof limiting an amount of the sale when the received informationassociated with the user does not pass fraud control based on personalinformation of the user.
 50. The method according to claim 49, whereinthe personal information of the user includes at least a portion of atleast one of a driver's license number, a social security number, amother's maiden name, a password and a digital certificate.
 51. Themethod according to claim 18, wherein the database is a shared database.52. The method according to claim 18, wherein the database is locatedlocally.
 53. The method according to claim 18, wherein the database islocated at a remote site.
 54. A method of effecting a sale over acomputer network, the method comprising the steps of: receivingcomputer-network address information associated with a user, thecomputer-network address information being received from the computernetwork; receiving computer-network address information from the user;comparing the computer-network address information received from thecomputer network with the computer-network address information receivedfrom the user; requesting information associated with amethod-of-payment from the user when the computer-network addressinformation received from the computer network matches thecomputer-network address information received from the user; receivingthe information associated with the method-of-payment from the user; andcompleting a sale transaction based on the received informationassociated with the method-of-payment.